ANALYSIS OF DELIVERY CONTROL WITH A FOCUS ON REDUCING DELAYS AND COSTS IN CUSTOMER SERVICE: A CASE STUDY

Abstract

Companies constantly seek to improve performance and reduce costs, focusing on quality and excellence to meet customer needs. Quality, defined by the customers themselves, is essential for the survival and success of the business. Production Planning and Control (PCP) and quality tools, such as brainstorming and the GUT Matrix, are essential to improve management and efficiency in processes. The study aims to implement improvements in delivery control in an engineering company, seeking to reduce delays and increase customer satisfaction. The research uses quality tools to mitigate bottlenecks and improve production processes.